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Reena Padikalath

@reenapadikalath

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Senior compliance and operations leader specializing in AML, dispute resolution, and process improvement.

India

Message

What I'm looking for

I am seeking a senior operations or compliance role where I can lead AML/dispute teams, improve processes, mentor staff, and ensure regulatory excellence.

I am a senior compliance and operations professional with over 12 years of experience at HSBC, focusing on AML transaction monitoring, card dispute resolution across multiple regions (US, UK, Hong Kong), and customer service operations. I have driven process improvements, ensured regulatory compliance with zero operational losses, and repeatedly earned top-performer and client appreciation awards.

I excel at risk assessment, independent decision-making, mentoring and coaching new hires, and leading go-live/backlog-clearance efforts. I am cross-trained across domains, contribute practical process simplifications, and consistently deliver high-quality outcomes and resolution excellence.

Experience

Work history, roles, and key accomplishments

Compliance Operations Lead

HSBC

Jan 2016 - Oct 2018 (2 years 9 months)

Led AML investigations (L1/L2) for Canadian transaction monitoring, identifying suspicious activity, making independent escalation decisions, and coaching colleagues to ensure robust risk mitigation and regulatory compliance.

AML Transaction Monitoring KYC Risk Assessment Investigation Coaching Compliance

Senior Dispute Resolution Executive

HSBC

Feb 2014 - Jan 2016 (1 year 11 months)

Managed high-value lost/stolen card chargebacks from investigation to resolution, directed backlog clearance for go-live, and maintained 100% regulatory timeline compliance with zero operational losses.

Chargebacks Dispute Resolution Backlog Clearance Regulatory Compliance Investigation Quality Assurance

Senior Customer Experience Specialist

HSBC

Feb 2012 - Jan 2014 (1 year 11 months)

Handled complex Visa debit and credit card disputes via telephony, achieving high quality and call efficiency scores while mentoring peers and defusing high-pressure customer situations.

Customer Service Dispute Resolution Mentoring Quality Assurance Conflict Resolution

Senior Specialist, Credit Card Disputes

HSBC

Sep 2006 - Jan 2012 (5 years 4 months)

Led high-risk dispute queue for premier US clients, resolved complex credit card disputes, provided floor support for new hires, and cleared backlog during process transitions to enable smooth launches.

High Risk Disputes Chargebacks Mentoring Backlog Clearance Quality & Compliance